Breathing ServiceNow CIS-ITSM Exam Guide Online

NEW QUESTION 1
Your customer has an external system, which is used to perform changes. Your customer
wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?

• A. Automated Changes
• B. Cloud Infrastructure
• C. Unauthorized Changes
• D. Change Registration
• E. Retroactive Changes

Answer: D

NEW QUESTION 2
How are Features related to Products and Releases?

• A. Products have associated features, which are organized into releases
• B. Products use features to define release types
• C. Features are included in releases, not associated with products
• D. Emergency releases can include products and features

Answer: A

NEW QUESTION 3
What are some good practices for guiding your customers' use of Notifications? Choose 3 answers

• A. When possible, maximize the quality or email updates to customers
• B. Use incident itil role template as the master template to build all other ITSM templates
• C. Get input from Marketing department, regarding format of customer/caller facing notifications
• D. Make sure Notification requirements and test plans are in the project scope from the start
• E. Use templates to ensure consistency and ease of configuration

Answer: BCD

NEW QUESTION 4
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?

• A. SLAs re recommended in the ITIL framework for problem management
• B. SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
• C. SLAs are available for problem management, but require custom code
• D. SLAs are essential to problem management, as support specialists need to quickly identify root causes

Answer: B

Explanation:
https://docs.servicenow.com/ja-JP/bundle/utah-it-service- management/page/product/problem- management/concept/c_ProblemManagementProcess.html

NEW QUESTION 5
The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?

• A. Proposed, Accepted, Rejected, Cancelled
• B. Proposed, Accepted, Rejected, Reopened
• C. Proposed, Received, eCAB Convened, Closed
• D. New, Work in progress, Escalated, Communicated

Answer: A

NEW QUESTION 6
Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

• A. It is designed to follow the ITIL4 standard
• B. There is a scheduled job that automatically moves Resolved problems to Closed after 7 days
• C. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
• D. There is no Closed stat
• E. Problem records are moved to Completed

Answer: C

NEW QUESTION 7
You have just upgraded your instance and have not migrated to multimodal change. Using the default settings, when you click on Change > Create new, what page displays?

• A. Change Interceptor
• B. Change Form
• C. Change Landing Page
• D. Change Overview

Answer: A

NEW QUESTION 8
If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?

• A. The agent is prompted to select the Assignment group
• B. An error is displayed indicating the agent must manually assign the incident
• C. The Assignment group field will not populate
• D. The Assignment group field automatically populates with the agent's primary group

Answer: A

NEW QUESTION 9
When a Service Desk again shares a "How to' item with a customer what type of record is being shared?

• A. Knowledge article
• B. Content object
• C. How to document
• D. Information item

Answer: A

NEW QUESTION 10
Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

• A. Application Menus
• B. Reports
• C. CI Class Manager
• D. Dependency View

Answer: C

NEW QUESTION 11
A customer wants to add a new Catalog Item to the Service Catalog. What process would be used to ensure the new item is authorized?

• A. Fulfillment Management
• B. Release Management
• C. Configuration Management
• D. Change Management
• E. Catalog Management

Answer: D

NEW QUESTION 12
On the Release record, what are the available options on the Release phase list?

• A. Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot
• B. Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot
• C. Analyze, Design, Development, Build, Roll-out, QA, User Acceptance
• D. Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance

Answer: D

NEW QUESTION 13
What baseline Change Flows support the baseline Normal Change model?

• A. Change - Normal - Assess- Change - Normal -Authorize- Change- Normal-Clos
• B. Change - Implementation tasks
• C. Change - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks
• D. Change-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks
• E. Change - Normal - New Change - Normal - Review, Change - Normal - Clos
• F. Change - implementation tasks

Answer: C

NEW QUESTION 14
Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.
Which business rule already satisfies this requirement?

• A. Populate Assignment Group based on CI/SO
• B. Populate Assignment Group based on Cl Support Group
• C. Problem Assignment Group based on CI Support Group
• D. ITSM Best Practice Group Assignment

Answer: A

NEW QUESTION 15
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

• A. If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field
• B. If selected CI has a Support group, write that group to the Assignment group field
• C. If selected CI has an Owner group, write that group to the Assignment group field
• D. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

Answer: BD

NEW QUESTION 16
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